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Terms & Conditions

Please Note: If after booking your sessions you do not receive confirmation within 3 working days, please contact the HeartSync Support Team below:

 

Email: enquiries@heartsyncsupport.com 

Telephone: +44 207 126 8380 or +44 786 118 1976 

Opening times: 09:00 to 16:30 - Monday to Friday BST/GMT

Closed: Weekends and Bank Holidays 

​

1. Session Fees 

  • HeartSync Support must receive full payment for your session in advance.

  • If you are unable to attend a session, let the office know via email.

 

2. Additional Requirements 

Please tell us in advance if you have any additional requirements and every effort will be made to accommodate these. Additional requirements may include arranging:

  • An interpreter - You can bring an interpreter with you if you inform us in advance and provide us with their name. They must be over 16 years of age. We are unable to supply an interpreter for the session. 

  • Breast feeding is not permitted during the consultation.

  • If no indication or request for any additional requirements has been made, we cannot be held responsible should you be unable to complete the session. A rebooking fee will apply. 

 

3. Before Attending 

Before attending the online session, you must:

  • Make sure that you are able to use and proficient with the selected virtual platform.

  • Make sure you are able to use Zoom by downloading the Zoom app or Zoom Client from a web browser. Here is a video to help you join a Zoom meeting. 

  • Make sure that you are able to use Teams by downloading the Teams app or Teams from a web browser. Here is a video to help you join a Teams meeting. 

  • Make sure that you are able to use Skype by downloading the Skype app from a web browser. Here is a video to help you join a Skype meeting.  

  • Consider disabling VPN/Proxy servers as they are not compatible with some platforms and may cause issues with your audio and video connections. 

  • Prepare yourself for the session by holding a test meeting with another person or call our team who can arrange this for you. 

  • Failure to follow this process may result in you not being able to attend the consultation on the day and will incur a fee for rebooking on an available, alternative date. 

  • Further information about Teams and Zoom:

 

4. Session Attendance 

  • No client under the age of 16 is permitted to attend the course unless accompanied by an adult over 21 year of age. 

  • Childcare must be arranged for the duration of the course. If you attend the course with children present, you may be referred back to the office and a rebooking fee will apply. 

  •  The Advisor may remove any client from the virtual session at their discretion if Terms and Conditions are breached. 

  • You must attend in person online, arrive on time, produce an acceptable form of photographic identification, be present for the entire duration, and participate fully in a respectful manner on video. 

  • Ensure that you log in 10 minutes prior to the start of the course, checking that everything is working correctly. 

  • If you arrive late to the session, the Advisor reserves the right to terminate the session at the preplanned finish time.

  • If you fail to attend the session without notice via email, the full session fee will be incurred. You will not be eligible for a refund.

  • When you agree to attend a session, the place is allocated solely to you and any pre-agreed significant other. It is not to be attended by multiple, unidentified individuals.

  • Only persons responsible for the delivery of the session and clients attending the course will be allowed to attend. There may be occasions where a registered assessor or monitor will attend the course to ensure compliance to company standards and national guidelines. This will be discussed with the client prior to the session.

  • There can be a maximum of 4 participants attending online and these must be pre-agreed.

  • Clients must wear clothing which is likely to cause embarrassment or offence. The session fee will not be reimbursed if you are not dressed appropriately, and you will be deemed to have used your session. 

  • These sessions may be part of an NHS process and failure to attend or complete will result in the notification to referring source. 

 

5. Online Attendance 

  • Abusive or inappropriate language, threatening or disruptive behaviour towards staff will result in the session being terminated and non-refundable. 

  • You should not switch off your webcam at any point during the session, unless instructed to do so by the Advisor. If you leave the session before the end, the full fee for the session will still apply.

  • The consultation is confidential. For the protection of everyone taking part, you must be in a private area where you will not be disturbed. A private space is that which the public does not have access to. A café, office environment etc. is not considered a private environment.

  • If it appears that you are driving a vehicle, a passenger in a vehicle or on public transport whilst attending the session, the session will be terminated for safety and disclosure reasons.  This will be non-refundable. 

  • You must not share, photograph or record any part of the session. Taking screen shots or screen captures of any part of the course content or participants is strictly forbidden. HeartSync Support actively monitors social media channels for any breach of this rule. 

  • The digital online sessions will be presented via a Zoom, Teams meeting or Skype. To take part in the session you will need a laptop or desktop computer, iMac, iPad or tablet device with camera and speakers or a device with webcam and speakers. Using a mobile phone will not be as effective.  A stable internet connection capable of streaming video.  Enough battery power for your laptop/mobile device to last the session duration (up to 45 mins).

  • You may need a pen and paper to make notes. 

 

6. In-Venue Session Attendance 

  • When attending a venue, allow plenty of time for your journey, including parking and making your way to the Offices for registration before the session starts. 

  • Many venues now require you to input your vehicle registration into an iPad/tablet etc. upon arrival. Please ensure that you input the correct vehicle registration number and follow the instruction on site. If you have any questions, please speak to the secretary or the office reception. Please note that we will not be liable for any incorrect vehicle registration numbers inputted should you subsequently receive a parking penalty. 

 

7. Use of Electrical Devices including Mobile Phones

  • All electrical devices, including mobile phones, watches, iPads, tablets and any other item that may make a noise or sound, must be turned off. 

  • If you are expecting an urgent call, in relation to an emergency health condition please let us know. You are more than welcome to answer such a call though no additional time will be allocated to the session.

  • If there is a requirement for you to use your mobile phone, app, or other software on your electronic device as an aid (including diabetes, heart monitors and hearing aid apps) to assist you to attend your session, HeartSync Support will make any reasonable adjustment to allow this. 

  • You must produce your original Photographic ID for validation of your attendance which will be checked against the register. Please note: 

  • You will not be admitted if you do not bring with you, valid photographic identification. This may include a Passport, Drivers licence, Student card, Government ID card, Work ID.

 

8. Failure to Attend or Complete, and Refunds 

  • If you are unable to attend a session, you must inform HeartSync Support either by phone or e-mail at least 48hs prior to the session. If you no longer require your session, you will be entitled to a full refund.

  • If you have booked within the 48hr period, please contact HeartSync Support as soon as possible to rebook your session. If you no longer require your session, you will be issued a partial refund of 50%.

  • If you fail to attend the session you will not be eligible to any refund. 

  • If you suffer from technical difficulties or loss of internet during your course, you must contact us within one working day of the course. Please note that a rebooking fee of £15 is payable should you wish to rebook. 

  • We reserve the right to refuse entry to any participant (either online digital or physical classroom-based course) if we believe them to be under the influence of alcohol or drugs. 

  • Please note that difficulties individuals may face with work or childcare issues are not considered valid reasons for non-attendance at a course and will be subject to a re-booking fee. 

  • Under certain circumstances (outlined below) you may either arrange another session date free of charge or receive a full refund: 

    • Receipt of a medical certificate or letter (self-certification will not be accepted).

    • Notification of hospital appointment (copy of hospital letter).

    • Jury service (copy of official letter) Court appearance (copy of official letter).

    • Bereavement.

    • Funeral (a copy of the order of service detailing the date and time of the funeral).

    • Appropriate written proof of these circumstances will be required for the purpose of fee waiver authorisation and must cover the date and time of the session. Please note that no confidential /personal information will be retained.

 

9. Consultation Alterations or Cancellation 

  • It may be necessary, due to reasons beyond our control for us to cancel or alter the date or time of your course at short notice. Such instances are rare but in the event of rescheduling for any reason, every effort will be made to offer you another session date at your convenience. This is subject to availability and in all cases must be within the timeframe set out by your procedure or hospital appointments. If this cannot be arranged, then a full refund will be given to you. 

  • The session provider will not be liable for any additional expenses that may be incurred through any changes. Cancellation and Re-Booking Fees. 

  • If you wish to cancel your session, you can do so online at www.heartsyncsupport.com and follow the instructions, or log into your account if you created one. Alternatively call us on our number provided at the start of our terms and conditions. Any refund will be subject to deduction of charges dependent on the notice given. 

  • Rescheduling/rebooking your session less than 48 hours before your session date: If you reschedule less than 48 hours (up to and including the working day before) before the original session date, you will be required to pay a rescheduling/rebooking fee of £15. 

  • Cancelling your booking more than 48 hours before your session date: If you cancel your booking more than 48 hours before the original course date you will be refunded in full. 

  • Cancelling your booking less than 48 hours before your session date: If you cancel your booking less than 48 hours before the original session date, you will be refunded 50% of the fee. 

 

General Terms & Conditions

 

1. Introduction

These Terms and Conditions govern your use of our services and website. By accessing or using our services, you agree to be bound by these Terms and Conditions. If you do not agree with any part of these Terms and Conditions, you must not use our services.

 

2. Definitions

  • "HeartSync Support," "we," "us," and "our" refer to HeartSync Support, the company providing guidance for people with pacemakers and other cardiac devices.

  • "You" and "your" refer to the individual accessing or using our services.

  • "Services" refer to the guidance and support provided by HeartSync Support, excluding direct medical advice or prescription of drugs.

 

3. Nature of Services

  • HeartSync Support provides guidance and support to individuals with pacemakers and other cardiac devices. Our services are intended to supplement the advice of healthcare professionals, not replace it.

  • We do not provide direct medical advice, diagnose health conditions, or prescribe medications.

  • Any recommendations or opinions regarding device manufacturers are purely subjective and should not be considered as endorsements.

 

4. User Responsibilities

  • You acknowledge that the guidance provided by HeartSync Support is not a substitute for professional medical advice, diagnosis, or treatment.

  • You should always consult with your healthcare provider for any medical concerns or before making any changes to your treatment plan.

  • You agree to use our services responsibly and not rely solely on the information provided by HeartSync Support for making critical health decisions.

 

5. Disclaimer of Liability

  • HeartSync Support shall not be held liable for any damages or losses resulting from your use of our services.

  • We do not guarantee the accuracy, completeness, or usefulness of any information provided through our services.

  • HeartSync Support is not responsible for any adverse effects resulting from your reliance on the information provided.

 

6. Intellectual Property

  • All content provided by HeartSync Support, including text, graphics, logos, and software, is the property of HeartSync Support and protected by UK intellectual property laws.

  • You may not reproduce, distribute, or create derivative works from any content provided by HeartSync Support without our express written permission.

 

7. Privacy Policy

  • HeartSync Support is committed to protecting your privacy. Our Privacy Policy, which outlines how we collect, use, and protect your personal information, is incorporated by reference into these Terms and Conditions.

  • By using our services, you consent to the collection and use of your personal information as described in our Privacy Policy.

 

8. Termination

  • HeartSync Support reserves the right to terminate or suspend your access to our services at any time, without prior notice, for any reason.

  • Upon termination, all provisions of these Terms and Conditions that should survive termination will remain in effect, including, without limitation, ownership provisions, warranty disclaimers, indemnity, and limitations of liability.

 

9. Governing Law

These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising out of or in connection with these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.

 

10. Changes to Terms & Conditions

HeartSync Support reserves the right to modify these Terms and Conditions at any time. Any changes will be effective immediately upon posting on our website. Your continued use of our services after any changes indicates your acceptance of the new Terms and Conditions.

 

11. Contact Information

If you have any questions or concerns about these Terms and Conditions, please contact us at:

 

HeartSync Support, 43 Lammasmead, Broxbourne, Hertfordshire.  UK. EN10 6PF

enquiries@heartsyncsupport.com 

+44207 126 8380 or +44786 118 1976

 

12. Entire Agreement

These Terms and Conditions, together with our Privacy Policy, constitute the entire agreement between you and HeartSync Support regarding your use of our services.

 

By using HeartSync Support's services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.

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